Job Description
Job Title: Customer Service Representative (Level 1)
Location: Collegeville, PA (Hybrid - 2.5 days onsite)
Preferred Locations:
- Collegeville, PA 19426
- Memphis, TN 38120
- Lake Forest, IL 60045
Shift Schedule:
- 8:00 AM - 4:30 PM EST
- 8:30 AM - 5:00 PM EST
- 9:00 AM - 5:30 PM EST
Role Summary:
As the initial point of contact, the Customer Service Representative serves as the face of our company to vaccine and hemophilia customers, including healthcare professionals, home health facilities, specialty distributors, and government entities. This role supports customers, sales force members, and other internal stakeholders.
Role Responsibilities:
- Manage customer orders and inquiries as the initial point of contact for telephone calls.
- Remain available to answer incoming calls at a rate consistent with metrics set by management.
- Handle logistical complexities of COVID vaccine calls and email interactions.
- Assist customers with credit card payments and issue resolution.
- Support vaccine and hemophilia initiatives, including contracting, pricing, and reporting.
- Maintain knowledge of trade policies, SOPs, and business processes.
- Handle customer contacts professionally and empathetically.
- Stay updated on changes in scripts, procedures, and products.
- Adhere to internal controls supporting Sarbanes Oxley.
- Redirect callers to appropriate departments as needed.
- Initiate requests for new customer accounts and changes.
- Support inquiries/issues regarding the Prime website.
- Complete all assigned training and participate in special projects.
- Partner with the GFS team to respond to inquiries and issues.
Organizational Relationships:
- Sales Representatives
- Collections/Accounts Receivable
Qualifications:
- High school diploma or equivalent with two years of customer service experience.
- Professional and courteous demeanor with customers.
- Excellent verbal and written communication skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Proven problem-solving ability.
Technical Skills Requirements:
- Proficient in Microsoft Office.
- SAP knowledge preferred.
- Minimum of 2 years of customer service experience in a remote setting.
Company Culture and Benefits:
Our company is committed to fostering a collaborative and inclusive work environment. We offer competitive benefits, including health insurance, retirement plans, and opportunities for professional growth and development.